The Gold Standards
Do your employees carry customer service with them? At The Ritz-Carlton, the small, laminated card containing the basic service practices is considered part of every employee’s uniform. It is a written set of standards and behavior, as they pertain to dealing with guests, that were introduced in 1983 under the leadership of Horst Schulze. Called the “Gold Standards,” they are found on the card.
First are written The Ritz-Carlton motto and credo. As you already know, the hotel’s motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen.” The credo consists of three statements:
“The Ritz-Carlton Hotel is a place where genuine care and comfort of our guests is our highest mission.”
“We pledge to provide the finest personal ...
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